Fix wrong or missing product results
The agent returns the wrong product, no product, or unexpected stock/price.
Available on Growth and Pro.Growth & Pro
This guide stays visible on every plan — the feature itself unlocks when your plan includes it. Compare plans.
Use the product lookup tester to reproduce the issue, then work through these.
Troubleshooting
- Product not found
- Cause: it's hidden / not-for-sale, or the shopper's wording doesn't match the listing.
- Fix: confirm the product is publicly available; test by exact SKU. Excluded products are intentionally invisible to the agent.
- Wrong price or stock shown
- Cause: cards are live reads — the value reflects your catalog at that instant.
- Fix: correct it in your store; the agent will reflect the change immediately.
- No product answers at all
- Cause: the product info capability is off, the plan doesn't entitle it, or the connection lacks product read scope.
- Fix: check the toggle (Turn on product answers), your plan (What each plan unlocks), and the connection (Test your store connection).